Customer Service Representative

SONWU MARIA AWELE

**, ****** ***** ***, *** AGUNLEJIKA, IJESHATEDO SURULERE. LAGOS

Email: **********@*****.***

Phone No: 080********

PROFILE

Date of Birth: June 13, 1986

Languages: English, Yoruba

Marital Status: Married

Gender: Female

Nationality: Nigerian

State of Origin: Delta State

OBJECTIVE

Looking to secure a challenging new role where the skills, knowledge and expertise gained through experience to date can be applied and further professional development can be achieved. To also professionalize my area of discipline and knowledge acquired in all fields relating to my job specifications with committed effort in maximizing the organizational goals, where the core values of diligence, transparency and accountability are most paramount. EDUCATION QUALIFICATIONS

OND Accounting

LAGOS STATE POLYTECHNIC, LAGOS 2011

Senior Secondary School Certificate

EBUTE METTA HIGH SCHOOL, IPONRI LAGOS 2003

First School Leaving Certificate

SAINT PAUL PRIMARY SCHOOL APAPA RD, LAGOS 1997

ATTRIBUTES

Ability to work effectively individually or as part of a team

Problem solver with good planning and analytical skills.

Excellent communications and interpersonal relationship.

Multitasking with excellent creativity.

Ethics and Professionalism

WORKING EXPERIENCE

KEYSTONE BANK LTD 2013 – 2024

Branch Operation Group (Cash and Teller Unit & Customer Service Unit)

• Head, Cash & Teller Unit Job Description;

Processing of Money Transfers requests (local & foreign: MoneyGram, Western union)

Processing bank's instruments of cash transactions.

Collections an E-pay platform (School fees, FRSC fines etc.)

Collections pay direct Platform (Dstv, Nepa etc.)

Ensuring tellers follow the bank's policy/due process in handling transactions.

• Customer Service Unit Job Description;

Various E-payment selling of various bank's products

To offer first level support and outstanding service experiences in the branches, through effective customer engagement and provision of value-adding solutions, for the conversion of contacts/customers to fanatic loyalist and for increased customer retention

Attend to customer enquirers, requests, and complaints by proffering value-adding solutions

Log in issues (customer’s requests / disputes) on respective platforms for quick resolution

Follow through with resolution (within SLA) by contacting responsible units and collaborating to get issues addressed.

Escalate to higher authorities when due (understands the escalation grid and enforces it as and when due) for prompt and satisfactory service delivery.

Initiate customer relationship through proper customer on boarding and prompt account opening processes (as well as up & cross selling activities to meet up target). FIRST BANK OF NIGERIA PLC (INDUSTRIAL TRAINEE) 2011-2012 Internal Audit Department.

JOB DESCRIPTION:

Receipt Of incoming mails from various banks and from our branches including caution notices (malls brought in by the representative of the banks' branches.)

Recording of all documents in respect of authentication of branch personnel various companies' shares for various register.

Typing of important memos and circulars emanating from the office of DCIA.

Receipt, collation and recording of all clans, cash advances entries to the centralized admin

SKILL SET

Proper usage of Microsoft office system applications

Financial Analysis & Financial Reporting

Customer Relationship Management & Customer Service HOBBIES: Reading, meeting people and listening to music. REFERENCES: To be made available on request.

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